Backbase

Dubai Islamic Bank
Ignite Engagement

Ignite Lab — Discovery, Alignment & Transformation Roadmap
February 2026  |  Backbase Value Consulting
Backbase

Introductions &
Context Setting

Session 1
01

Ignite Lab Agenda

Day 1 — Discovery & Use Cases (7.5 hrs)

9:00
Welcome & IntroductionsAlign on objectives, team intros, working principles
9:15
DIB Strategic Themes & Backbase Alignment (1 hr)Backbase view of DIB strategy & how platform aligns to long-term goals
10:15
Customer Use Cases & Demo (2 hrs)Showcase tablestake & differentiating customer experiences with live demos
12:15
Lunch (1 Hour)
1:15
Employee Use Cases & Demo (1.5 hrs)Employee enablement use cases with unified workspace demos
2:45
Backbase Functional Fit (1 hr)OOTB capabilities, configuration, extension & customization flexibility

Day 2 — Architecture & Roadmap (6 hrs)

9:00
Recap from Day 1 (30 min)Key takeaways and open questions from Day 1
9:30
Architecture Fitment (1.5 hrs)Current state challenges, target architecture, integration approach
11:00
Use Case Prioritization (1 hr)Collaborative prioritization based on business impact & complexity
12:00
Lunch (1 Hour)
1:00
Implementation Planning (1 hr)Key milestones, requirements, implementation approach
2:00
Plan of Action & Wrap Up (1 hr)Action plan, follow-ups, technical solutioning & next steps

Principles of Ignite

Finding the alignment between DIB’s strategy and Backbase capabilities — together, in two days.

Focus

Retail Islamic banking — one domain, full depth

Attention

Full presence, devices down — every voice matters

Parking Lot

Capture tangential ideas without derailing flow

Timebox

Strict time management to maximize coverage

Collaboration

Not a presentation — a working session, together

Meet the Team

AH

Ahmad Hassan

RVP Strategic Customers

SS

Shobhit Srivastava

Lead Principal Strategy Consultant

MC

Mark Cornelius

Senior Solution Architect

ND

Noor Darmawan

Regional Solutions Lead

Backbase

DIB Strategy &
Backbase Alignment

Session 2
02

DIB North Star

Transform DIB into the region’s leading Shariah-compliant digital bank — moving customers from basic access to lifelong financial partnership.

2M+
Customers
3.5+
Products/Cust
70%
Digital Adopt.
65+
NPS
-35%
Cost to Serve

Deliver Shariah-compliant, relationship-centric experiences at scale

Backbase Customer Operating Model

Strategic Moves to Deliver the North Star

Four moves measured by 1-2 KPIs
1
Digital-First
Islamic Banking

Mobile-first Shariah-compliant experiences with digital account opening, self-service, and AI-assisted support

KPIs
Digital adoption rate
Mobile engagement score
2
Origination
Excellence

End-to-end digital financing journeys with instant decisioning, Murabaha/Ijarah products, straight-through processing

KPIs
Application completion rate
Time to funding
3
Personalized
Shariah Banking

Segment-driven propositions, family banking hub, lifecycle-aware advice with Zakat/Waqf financial guidance

KPIs
Products per customer
Cross-sell conversion
4
Operational
Efficiency

Unified employee workspace, AI-assisted servicing, self-service deflection, reduced system switching

KPIs
Self-service containment
Avg handle time
Backbase Alignment
Digital Onboarding
& Digital Banking
Digital Lending
& Origination
Digital Engage
& Intelligence
Digital Assist
& Automation

DIB Key Objectives

Validated through workshops

Move customers from basic digital access to lifelong partnership, and earn primacy by deepening Shariah-compliant relationships.

Customer Experience

1
Shariah-compliant omnichannel experience
Digital-first, human-always across full lifecycle
2
Guided Islamic financial well-being
Proactive personalized guidance beyond basic digital
3
Self-service + conversational AI
Containment + reduce contact center volume by 30%

Technology

1
Modernize the IT backbone
Composable, reusable APIs, cloud-first delivery
2
Rationalize platforms
Consistency + speed-to-market; own mobile destiny
3
Experience-ready data & AI
Unified customer context + real-time signals + decisioning

“DIB’s path to becoming the region’s leading Shariah-compliant digital bank requires relationship-centric experiences at scale — enabled by an AI-ready, omnichannel operating model.”

Backbase Unified Engagement Banking Platform

Backbase Standard Backbase Unified Engagement Banking Platform

Unified Frontline Operations for Banks

Backbase Standard Backbase Unified Frontline Operations

The Customer Operating Model

Backbase Standard Backbase Member Operating Model

The AI-Ready Platform for Banks

Backbase Standard Backbase AI-Ready Platform
Backbase

Differentiating Value
Propositions for DIB

Session 3
03

DIB Differentiation through Key Value Propositions

Before

Transaction

centric

Basic Shariah-compliant products, one-size-fits-all, limited digital engagement

Backbase

Relationship

centric

Personalized journeys, Shariah-guided advice, lifecycle-driven engagement across segments

Value Proposition 1

Tailored Segment Experiences

Composable apps configured per segment — Young Professional, Family, Premium, Business Owner, Expat — each with unique features, dashboards, and offers.

Value Proposition 2

Holistic Shariah Financial Guidance

AI-driven financial health scoring, Shariah-compliant investment nudges, life event prediction, and proactive advisory through My Priorities framework.

Value Proposition 3

Unified Employee Intelligence

Single workspace for all employee roles — RM, contact center, operations — with 360° customer view, AI-powered next-best-action, and guided workflows.

Backbase

DIB Customer Use Cases
& Backbase Demo

Session 4
04

Customer Segments

Segment-based composable apps

Young Professional

25-35 | Tech-savvy | AED 15-40K/mo
Instant financing, mobile-first banking, zero-branch experience
“Let me do everything from my phone in minutes.”

Family Builder

30-45 | Dual income | AED 30-80K/mo
Household view, children’s savings, home financing
“Help me manage finances for my whole family in one place.”

Business Owner

35-55 | SME | AED 50K+/mo
Business + personal in one view, trade finance, payroll
“One place for my business and personal banking.”

Premium Client

40-65 | HNW | AED 100K+/mo
Wealth management, priority service, global access
“Give me a private banking experience digitally.”

Expat Professional

28-50 | Global | AED 20-60K/mo
International transfers, multi-currency, remittance
“I need seamless cross-border banking.”

Customer Journey

From Welcome to Prosperity

Welcome & Onboard

Shariah-compliant account opening, eKYC via UAE Pass, instant virtual card

Account Opening Instant Card eKYC

Finance & Grow

Personal & home financing, auto Murabaha, Ijarah, investment access

Financing Murabaha Home Finance Auto

Manage & Protect

Daily banking, card controls, disputes, subscriptions, Takaful insurance

Payments Cards Disputes Takaful Self-Service

Prosper & Share

Wealth building, Zakat calculator, Waqf, Sukuk investments, financial freedom

Zakat Sukuk Waqf
Target Experience per Stage
Welcome & Onboard
< 5 min end-to-end
100% digital, zero branch
Finance & Grow
Instant pre-approval
Same-day disbursement
Manage & Protect
80% self-service
Real-time card controls
Prosper & Share
Automated Zakat calc
1-tap Sukuk investment

Tablestake Capabilities

Foundation for digital banking
Login & Security

Biometric Login

Face ID, fingerprint, PIN with Shariah-compliant identity verification

Accounts

Account Overview

Unified dashboard with Shariah profit rates, pending transactions, balances

Payments

Money Movement

P2P, bill pay, international remittance, scheduled payments

Cards

Card Management

Instant virtual card, freeze/unfreeze, spending limits, Apple Pay

Transactions

Transaction History

Smart search, categorization, receipt scanning, export

Profile

Self-Service

Address change, document upload, beneficiary management

Alerts

Notifications

Real-time alerts, spending insights, payment reminders

Support

Live Chat

In-app messaging with AI triage, escalation to human agent

Differentiating Customer Use Cases

P1 Priority — Full specifications with demos
UC-M01  |  P1

Effortless Shariah Account Opening

Stage: Welcome & Onboard Segments: All Backbase: Digital Onboarding Approach: OOTB + Config

Current State

  • Branch-only account opening requires 3 visits
  • Paper-based KYC with manual document review
  • 7-10 day onboarding cycle from start to active
  • 45% application abandonment rate
  • No digital ID verification (UAE Pass not integrated)

Future State with Backbase

  • 100% digital onboarding in under 5 minutes
  • UAE Pass + eKYC with liveness detection
  • Shariah declaration integrated in flow
  • Instant virtual card issuance upon approval
  • Segment detection & personalized app activation

Backbase Implementation

Digital Onboarding with Shariah-compliant product selection, UAE Pass connector via Grand Central, real-time decisioning via Intelligence Fabric, instant card provisioning via card management connector. Expected lift: Reduce abandonment by 60%, enable 70% digital origination.

Interactive Prototype Effortless Shariah Account Opening
Step 1 of 7

Welcome to DIB

Open your account in minutes

Savings Account

Shariah-compliant savings with competitive profit rates

Current Account

Zero-balance current account with free debit card

Al Islami Premium

Premium banking with dedicated RM & Takaful benefits

Step 2 of 7

Verify Identity

Connect via UAE Pass

ID

UAE Pass Connected

Your identity details have been securely retrieved

Mohammed Al-Rashid

Emirates ID: 784-****-*****-1 • Verified

Step 3 of 7

Personal Details

Pre-filled from UAE Pass

Mohammed Al-Rashid
mohammed@email.com
+971 50 *** **89
Employed — Dubai Tech Corp
Step 4 of 7

Shariah Declaration

Confirm Shariah compliance

Shariah Compliance Statement

I confirm that all transactions and products under this account will operate in accordance with Islamic Shariah principles as approved by DIB’s Shariah Board.

Fatwa Reference

Account operations governed by Fatwa #DIB-2024-047

Step 5 of 7

Fund Your Account

Make your first deposit

Apple Pay

Instant funding from existing card

Bank Transfer

Transfer from another UAE bank

Skip for Now

Fund your account later

Step 6 of 7

Your Virtual Card

Ready to use instantly

DUBAI ISLAMIC BANK

**** **** **** 4827

MOHAMMED AL-RASHID09/29

Add to Apple Wallet

Use your card immediately for contactless payments

Complete

Welcome to DIB!

Your account is ready

Account Opened Successfully

Your Shariah-compliant savings account is active. Virtual card ready. Physical card arriving in 2 days.

Explore Your Dashboard

Discover personalized features for your profile

Set Up Recurring Savings

Start building your financial goals

1 / 7
UC-M02  |  P1

Instant Shariah-Compliant Financing

Stage: Finance & Grow Segments: Young Professional, Family Builder Backbase: Digital Lending Approach: OOTB + Extension

Current State

  • Branch visit required for all financing applications
  • 3-5 day processing time with manual Shariah compliance checks
  • Paper-heavy documentation (salary certificate, bank statements)
  • No pre-approved offers or real-time eligibility
  • 30% application drop-off during documentation stage

Future State with Backbase

  • Pre-approved Murabaha & Ijarah offers in-app
  • Real-time eligibility check with instant decision
  • Document upload via camera with AI extraction
  • Shariah contract signing via digital signature
  • Same-day disbursement for pre-approved customers

Backbase Implementation

Digital Lending with Shariah product configurator (Murabaha, Ijarah, Tawarruq), pre-qualification engine via Intelligence Fabric, document AI for salary/bank statement extraction, e-signature integration, real-time disbursement via core connector. Expected lift: 50% faster processing, 40% higher digital conversion.

Interactive Prototype Instant Shariah-Compliant Financing
Step 1 of 8

Pre-Approved Offers

Based on your banking relationship

Personal Murabaha — AED 150,000

Pre-approved • 3.9% profit rate • 48 months • AED 3,400/mo

Auto Ijarah — AED 250,000

Pre-qualified • From 2.5% • Up to 60 months

Home Financing — AED 2,000,000

Eligible • Diminishing Musharakah • Up to 25 years

Step 2 of 8

Customize Financing

Adjust to your needs

150,000
48 Months

Monthly Payment

AED 3,400

Profit Rate: 3.9% (Murabaha)

Step 3 of 8

Upload Documents

Salary certificate & bank statement

Salary Certificate

Uploaded • AI verified • AED 22,000/mo confirmed

Bank Statement (3 months)

Uploaded • AI analyzed • Income pattern confirmed

Emirates ID

Already verified via UAE Pass

Step 4 of 8

Shariah Contract

Review Murabaha agreement

Murabaha Sale Agreement

DIB purchases the commodity at AED 150,000 and sells it to you at AED 163,200 (cost + profit). Payment in 48 equal installments of AED 3,400. Governed by Fatwa #DIB-2024-112.

I have read and accept the Shariah terms

Tap to sign digitally

Approved

Financing Approved!

Funds disbursed to your account

AED 150,000 Disbursed

First payment: AED 3,400 on 15 March 2026

View Financing Schedule

See your complete payment timeline

Set Up Auto-Debit

Never miss a payment

1 / 5
UC-M03  |  P1

Family Financial Hub

Stage: Manage & Protect Segments: Family Builder Backbase: Digital Banking Approach: Config + Extension

Current State

  • No household-level view of family finances
  • Children’s accounts require branch visit with parent
  • No parental controls or spending visibility
  • Family members use separate apps with no linkage
  • Zakat calculation done manually across accounts

Future State with Backbase

  • Household dashboard: all family accounts in one view
  • Digital child account opening with parental consent flow
  • Spending controls, allowance automation, gamified savings
  • Family budget goals with progress tracking
  • Automated Zakat calculator across all Shariah assets

Backbase Implementation

Digital Banking with household entitlements, role-based access (parent/child/spouse), segment-based app composition for family, child account widget with gamification extension, Zakat microservice integration. Expected lift: 2.1x products-per-household, 35% increase in family segment retention.

Interactive Prototype Family Financial Hub
Family Hub

Al-Rashid Family

Household Overview

Combined Family Balance

AED 487,250

+AED 12,400 this month

Mohammed (You)

Savings: AED 285,000 • Current: AED 42,250

Fatima (Spouse)

Savings: AED 125,000 • Current: AED 18,000

Yusuf (Son, 14)

Junior Savings: AED 12,000 • Allowance: AED 500/mo

Sara (Daughter, 10)

Junior Savings: AED 5,000 • Allowance: AED 300/mo

Goals

Family Goals

Track progress together

Hajj Fund 2027

AED 35,000 / AED 50,000 (70%)

Yusuf’s University Fund

AED 89,000 / AED 200,000 (44%)

New Home Down Payment

AED 120,000 / AED 400,000 (30%)

Zakat

Zakat Calculator

Based on your Shariah-eligible assets

Estimated Annual Zakat

AED 11,580

2.5% of Zakat-eligible assets

Savings Accounts

AED 410,000 × 2.5% = AED 10,250

Gold Holdings

AED 53,200 × 2.5% = AED 1,330

Donate Now

Pay Zakat to verified charities directly from the app

1 / 3

Customer Use Case Inventory

#Use CaseJourney StageTypePriorityApproach
M01Effortless Shariah Account OpeningWelcome & OnboardDifferentiatingP1OOTB + Config
M02Instant Shariah-Compliant FinancingFinance & GrowDifferentiatingP1OOTB + Extension
M03Family Financial HubManage & ProtectDifferentiatingP1Config + Extension
M04Tailored Segment ExperiencesAll StagesDifferentiatingP2Config
M05Holistic Shariah Financial AdviceProsper & ShareDifferentiatingP2Extension
M06Smart Card Controls & DisputesManage & ProtectTablestakeP1OOTB
M07International Remittance HubFinance & GrowTablestakeP2OOTB + Config
M08AI Conversational BankingAll StagesDifferentiatingP2Extension
M09Digital Sukuk & Investment AccessProsper & ShareDifferentiatingP3Extension + Custom
M10Waqf & Charity ManagementProsper & ShareDifferentiatingP3Extension
Backbase

DIB Employee Use Cases
& Backbase Demo

Session 5
05

Employee Personas

Fatima — Relationship Manager

Branch | 8 years exp | Manages 120 clients
Needs: 360° view, cross-sell insights, meeting prep, on-behalf actions
“I toggle between 8 systems before every client meeting.”

Omar — Contact Center Agent

CC | 3 years exp | 60 calls/day
Needs: Unified interface, digital journey visibility, quick actions, knowledge base
“Customers get frustrated repeating info I should already have.”

Yusuf — Operations Manager

Back Office | 12 years exp | Team of 15
Needs: Centralized case mgmt, workflow automation, performance dashboards, SLA tracking
“We process 200+ exceptions daily across 5 disconnected systems.”

The System Switching Tax

The hidden cost of tool fragmentation
$5.4M
Annual Switching Tax
13 systems • 4.2 avg switches per task • 47 seconds per switch • 1.2M annual tasks
Branch

$2.1M / year

RMs spend 35% of time navigating systems instead of advising clients. 8 systems per client interaction.

Contact Center

$2.0M / year

Agents toggle 6 systems per call. Average handle time inflated by 2.5 minutes per interaction.

Back Office

$1.3M / year

Operations team processes exceptions across 5 systems with manual data re-entry and no audit trail.

Backbase Standard Backbase Employee Workspaces

Employee Use Cases

P1 Priority with demos
UC-E01  |  P1

One View, Every Context

Roles: Fatima (RM), Omar (CC) Backbase: Digital Assist Approach: OOTB + Config

Current State

  • 8 systems to assemble customer profile before interaction
  • No visibility into customer’s digital journey
  • 3-5 minutes to pull up complete context
  • Branch and CC use different systems for same customer
  • No next-best-action recommendations

Future State with Backbase

  • Single screen: accounts, transactions, interactions, digital activity
  • Customer’s in-progress digital journeys visible
  • Context ready in under 10 seconds
  • Same workspace for branch, CC, and back office
  • AI-powered next-best-action and conversation prompts

Backbase Implementation

Digital Assist with Customer 360 widget, omnichannel journey tracker, event timeline, product holdings summary, AI next-best-action engine via Intelligence Fabric, configurable workspace layouts per role. Expected savings: $2.8M annually in reduced switching tax, 15% AHT reduction.

Interactive Prototype One View, Every Context — RM Workspace
assist.dib.ae/workspace/customer/C-4827
Customer 360

Mohammed Al-Rashid

Premium Client • Since 2018 • 6 Products

Total Relationship

AED 1.2M

Products

6

NPS Score

8.5

Next Best Action

Mohammed’s home financing pre-approval expires in 14 days. Schedule a call to discuss options — he browsed home financing 3x this week in the app.

Recent Digital Activity

Today: Viewed savings account (2x) • Opened financing calculator • Downloaded Murabaha terms

Upcoming

Murabaha payment: AED 3,400 on 15 Feb • Takaful renewal: 28 Feb

Products & Accounts

Mohammed Al-Rashid

All accounts and holdings

Al Islami Savings

AED 285,000 • Profit rate 4.2% • Active since 2018

Current Account

AED 42,250 • Salary domiciliation • DIB Visa Infinite

Personal Murabaha

AED 87,600 outstanding • 24/48 payments made • On track

Home Financing (Pre-approved)

Eligible: AED 2M • Diminishing Musharakah • Expires 28 Feb

Takaful Family Plan

AED 850/mo • Coverage: AED 500K • Renewal: 28 Feb

Junior Savings (Yusuf)

AED 12,000 • Parent oversight • Allowance active

AI Insights

Mohammed Al-Rashid

Recommended actions

Retention Risk: Low-Medium

Mohammed has been comparing home financing rates on competitor apps. Proactive engagement recommended within 7 days.

Cross-Sell: Sukuk Investment

Savings balance consistently above AED 250K. High probability of interest in Shariah-compliant investment products. Confidence: 82%

Life Event: Potential Home Purchase

Browsed home financing 8x in 30 days, searched properties on Bayut. Pre-approval active. Schedule advisory session.

Conversation Starter

“Mohammed, I noticed you’ve been exploring home financing options. Your pre-approval for AED 2M is valid until end of February — shall we walk through the Diminishing Musharakah options together?”

1 / 3
UC-E02  |  P1

Guided Financing Assist

Roles: Fatima (RM), Omar (CC) Backbase: Digital Assist + Digital Lending Approach: Config + Extension

Current State

  • Financing applications initiated in branch only
  • Employee manually checks eligibility across 3 systems
  • No guided workflow — each RM has own process
  • Customer must return for document submission and signing
  • Average processing: 3-5 business days

Future State with Backbase

  • Guided on-behalf application with pre-populated data
  • Real-time eligibility and pre-approval in workspace
  • Customer can complete remaining steps digitally
  • Shariah contract presented and signed in same session
  • Instant approval for eligible applications

Backbase Implementation

Digital Assist on-behalf-of lending workflow, pre-qualification check via Intelligence Fabric, guided step-by-step process with compliance guardrails, digital handoff to customer for remaining steps, real-time status tracking. Expected savings: 65% reduction in processing time, 25% increase in financing conversion.

Interactive Prototype Guided Financing Assist — RM Workspace
assist.dib.ae/workspace/financing/new?customer=C-4827
Step 1 of 4

Financing Application

On behalf of Mohammed Al-Rashid

Pre-Approved: Personal Murabaha

Up to AED 150,000 • 3.9% profit rate • Based on existing relationship

Home Financing (Diminishing Musharakah)

Up to AED 2,000,000 • From 3.2% • Pre-qualified

Auto Ijarah

Up to AED 250,000 • From 2.5% • Eligible

Pre-populated from customer profile. All products Shariah-compliant per DIB Fatwa board.

Step 2 of 4

Real-Time Eligibility

Automated checks complete

Income Verified

AED 22,000/mo • Salary domiciliation confirmed

DBR Check

Current: 28% • Post-financing: 43% • Within limit

Credit Bureau

Score: 742 • No defaults • Clean history

Shariah Compliance

Product structure approved • Fatwa #DIB-2024-112

Decision: APPROVED

AED 150,000 Murabaha • 3.9% • 48 months • Proceed to signing

Complete

Application Approved

Disbursement initiated

Financing Disbursed

AED 150,000 credited to Mohammed’s current account. Reference: FIN-2026-04827

Customer Notified

SMS + in-app notification sent. Digital contract available in customer’s app.

Next Steps

First payment: AED 3,400 on 15 March. Auto-debit configured. Follow-up call scheduled for 22 Feb.

1 / 3

Employee Use Case Inventory

#Use CaseRolesPriorityApproachEst. Savings
E01One View, Every Context (360°)RM, CC AgentP1OOTB + Config$2.8M/yr
E02Guided Financing AssistRM, CC AgentP1Config + Extension$0.9M/yr
E03Centralized Case & WorkflowOperationsP2OOTB$0.8M/yr
E04AI Knowledge BaseAll RolesP2Extension$0.5M/yr
Backbase

Use Cases & Backbase
Functional Fit

Session 6
06

What is Out of the Box?

How Backbase defines it
OOTB / Adopt

Ready to Deploy

Features and functionalities available immediately. Low technical lift. Deploy, configure, and go live. Includes: accounts, transactions, cards, payments, transfers, notifications.

Configuration

Customize via Config

Adjust behavior through configuration without code changes. Includes: workflows, UI layouts, entitlements, product parameters, journey steps, branding.

Extension

Extend the Platform

Build custom capabilities using Backbase extension points. Includes: custom widgets, API extensions, integration connectors, specialized workflows.

Use Case Functional Fit Assessment

All use cases classified
Use Case Type Classification Implementation Notes
Customer Use Cases
Effortless Shariah Account Opening P1 Config OOTB onboarding journey + configure Shariah declaration step, UAE Pass integration via Grand Central connector, EID auto-fill. Downstream: T24 account creation API, eKYC provider.
Instant Shariah-Compliant Financing P1 Extend OOTB lending journey + extend for Murabaha/Ijarah profit-rate calculation widgets, Shariah contract generation. Downstream: T24 Islamic financing module, credit bureau API, document management.
Family Financial Hub P1 Extend Custom household aggregation widget, Zakat calculator, family goal tracker built on Backbase widget SDK. Downstream: T24 linked accounts, Shariah calculation engine.
Core Digital Banking Table OOTB Out of the box: accounts, balances, transactions, payments, transfers, bill pay, notifications. Configure branding, AR/EN locale.
Card Management Table OOTB Out of the box: card overview, freeze/unfreeze, spending limits, PIN change, Apple Pay provisioning. Downstream: Card processor API.
Self-Service Table Config OOTB profile management + configure document upload types, beneficiary management rules. Downstream: T24 customer update API.
Smart Notifications Table Config OOTB notification engine. Configure alert rules, thresholds, and delivery channels (push, SMS, email).
AI Chat & Support P2 Extend Backbase conversation widget + integrate external AI/NLP engine. Train on DIB product catalog and Shariah FAQ. Downstream: AI provider API, CRM ticketing.
Segment-Based Apps P2 Config OOTB composable app framework. Configure widget arrangements, entitlements, and feature toggles per segment.
Employee Use Cases
One View, Every Context (360°) P1 Config OOTB Digital Assist customer 360 view. Configure data widgets, product summaries, interaction timeline. Downstream: T24 customer API, CRM, card processor.
Guided Financing Assist P1 Extend OOTB assisted lending journey + extend for Shariah product configuration, real-time eligibility check, approval workflow. Downstream: T24 Islamic financing, credit bureau, compliance engine.
Case & Task Management P2 OOTB Out of the box: work queues, case lifecycle, SLA tracking, assignment rules. Configure case types and escalation paths.
AI Workload Forecasting P3 Extend Custom: integrate Backbase Intelligence Fabric with workforce management. Requires data pipeline + ML model training.
5
OOTB / Config
Deploy + configure
5
Extension
Custom widgets + connectors
3
Pure Config
Zero custom code
Backbase

DIB – Backbase
Target Architecture

Session 7 — Day 2
07

Current State & Challenges

15
Systems
10
Vendors
T24
Core Banking
UAE
Private Cloud

Channel Fragmentation

Mobile (legacy vendor), OLB (separate vendor), branch (core terminals) — no unified experience layer. Each channel is a silo with its own data model.

Integration Spaghetti

Point-to-point integrations between T24 core and 14 systems. No API gateway. Changes to one system cascade across multiple integration points.

Vendor Sprawl

10 different vendors with overlapping capabilities. 3 separate card management systems. Maintenance cost growing 12% YoY.

Data Latency

Batch processing for most system updates. Real-time data only for core transactions. Customer digital activity not captured in CRM.

Current State Architecture

15 systems, 10 vendors, point-to-point integration
Customer-Facing Channels — 3 separate codebases, no shared platform
Web Banking
Legacy vendor A
Mobile App
Legacy vendor B
Contact Center
IVR / no digital context
Point-to-point custom integrations — each channel connects directly to backend systems
Employee Systems — no unified workspace, each role uses different tools
E-Forms
Fragmented
Queue Mgmt
Branch only
DMS
Document Mgmt
CRM
Limited adoption
Direct database calls + file-based batch transfers — no API gateway or event bus
Middleware & Integration — ESB + custom adapters, 40+ point-to-point links
ESB
Legacy bus
Custom Adapters
40+ P2P
Batch Jobs
Nightly sync
Batch processing for most updates — real-time only for core transactions
Core & Ancillary Systems — T24 core + 14 peripheral systems across 10 vendors
Temenos T24
Core Banking
Card Processor
3 systems
Islamic Finance
Murabaha/Ijarah
AML/KYC
Compliance
Payments
SWIFT/Local

Backbase Architectural Benefits

Why Backbase solves these challenges
Unified Experience Layer

One Platform, All Channels

Replace 3 separate channel vendors with a single composable experience layer. Web, mobile, and employee screens share the same design system, APIs, and business logic.

Integration Hub

Grand Central Replaces P2P

Instead of 40+ point-to-point integrations cascading changes, all systems connect through one managed hub. Add or replace systems without breaking others.

Composable Architecture

Buy, Configure, Build

70% OOTB capabilities out of the box. Configure for Shariah compliance. Build only what’s truly unique. Micro-frontend architecture for independent deployability.

Current State

Channels — 3 vendors, 3 codebases, 3 data models
P2P integrations (40+)
Middleware — ESB + custom adapters, no API gateway
Batch + manual sync
Core + Ancillary — T24 + 14 systems, 10 vendors
Every change = cascade risk across all P2P links

Target State with Backbase

Experience Layer — Backbase Web + Mobile + Assist (1 platform)
Backbase Orchestration & APIs
Grand Central — Integration hub, managed connectors, API gateway
Managed connectors (real-time)
Retained Systems — T24 core + rationalized ancillary (6 from 14)
Add/replace any system via hub — zero cascade risk

Target State Architecture

Backbase as the Engagement Hub
Unified Experience Layer — Backbase: one platform, all channels, shared components
Web App
Shared components (AR/EN)
Mobile App
Same codebase as web
Employee Portal
Digital Assist
CC Agent Desktop
Digital Assist
All channels connect through Backbase — no direct system calls
Journey Orchestration — Backbase: central process engine with embedded compliance
Digital Onboarding
+ UAE Pass
Islamic Financing
Murabaha/Ijarah
Digital Banking
Accounts/Pay/Cards
Digital Engage
Campaigns/Offers
Grand Central — Integration Hub | Managed Connectors | API Gateway | Event Bus
Retained Core Systems — Integrated via the hub, not directly accessed by channels
T24 Core
Via connector
Card Processor
Via connector
AML/KYC
Via connector
Payments
Via connector
UAE Pass
National ID

Architectural Gaps to Bridge

Key investments to reach target state
Gap 1

API Gateway & Management

No centralized API gateway today. Need Grand Central setup with rate limiting, versioning, and developer portal for T24 and ancillary system APIs.

Gap 2

Real-Time Event Bus

Currently batch-only for most data sync. Need event-driven architecture for real-time notifications, balance updates, and cross-channel context sharing.

Gap 3

Unified Identity & Access

Separate authentication for web, mobile, and employee. Need single identity provider with UAE Pass integration, SSO, and role-based access across all channels.

Gap 4

Customer Data Unification

Customer data scattered across T24, CRM, and channel databases. Need unified customer profile accessible via API for 360° view and personalization.

Target State Architecture

From “spaghetti” to a composable, real-time ecosystem — Backbase sits between customers/employees and systems of record.

Backbase Standard Backbase Grand Central
Backbase Standard Backbase Agent Platform
Backbase

Use Case Prioritization
& Roadmap

Session 8
08

Value Driven Prioritization of Features

Roadmapping focuses on 3 levers: Business Value (ROI), Ease of Implementation, and Customer Value.

Ease of Implementation Business & Customer Value 0 5 7.5 10 0 2.5 5 7.5 10 Strategic Bets Quick Wins Account Opening Shariah Financing Family Hub Segment Apps Financial Advice AI Banking Card Controls Money Movement Login & Security Account Overview Employee 360 Guided Financing Case Mgmt AI Knowledge
Differentiating
Tablestake
Employee

Implementation Roadmap

Phased capability delivery
MVP / F&F
H2 2026
GA Launch
Q1 2027
Relationship
2027 H1
Intelligence
2027 H2+
Digital-First
Account Opening
Core Banking
Mobile + Web
Card Management
Self-Service
Origination
Personal Finance
Murabaha
Ijarah
Home Finance
Personalization
Segment Apps
Family Hub
Engage Campaigns
AI Advice
Sukuk Access
Operations
Employee 360°
Grand Central
Guided Workflows
Financing Assist
AI Workload
Agentic Automation
Backbase Platform
Onboarding + Banking
Digital Assist
+ Lending
+ Engage
+ Advanced Assist
+ Intelligence Fabric
+ Agent Platform
Success
Digital adoption >40%
App rating >4.5
Products/cust >3.5
NPS >65 | CTS -35%
Backbase

Implementation &
Next Steps

Session 9
09

Adopt & Connect Methodology

How Backbase delivers

Backbase’s Adopt & Connect methodology accelerates time-to-value by starting with what works out of the box, then extending for your unique needs.

1

Setup & CxO

6 wks

Platform provisioning
Architecture setup
Stakeholder alignment
Design sprint

2

Adopt Core

12 wks

OOTB capabilities
Mobile + Web apps
Core integrations
Grand Central setup

3

Build & Extend

8-16 wks

Shariah config
Custom journeys
Segment apps
Employee workspaces

4

F&F Live

4 wks

Friends & Family
UAT & hardening
Production go-live
Rollout & support

Total Phase 1
~30 weeks to F&F Live

Backbase Delivery Methodology

Proven approach across 150+ implementations

Adopt & Connect

Backbase’s methodology starts with what works out of the box, then connects to your existing systems through managed connectors. This inverts the traditional “build from scratch” approach.

1
Adopt — Deploy OOTB capabilities (70% of features)
2
Configure — Brand, localize, set business rules
3
Connect — Integrate via Grand Central connectors
4
Extend — Build only what’s truly unique

Governance & Quality

Joint Team Model

Backbase + DIB engineers work side-by-side. Knowledge transfer is built into delivery, not bolted on.

2-Week Sprint Cadence

Fortnightly demos to stakeholders. Continuous feedback loop. No surprises at go-live.

CxO Steering Committee

Monthly executive alignment. Scope, risk, and value tracking with clear escalation paths.

Managed Hosting

Backbase handles infrastructure, security patching, and SLA management. DIB focuses on business outcomes.

Implementation Timeline

Gantt view — Phase 1 through Phase 3
Workstream Q3 2026 Q4 2026 Q1 2027 Q2-Q3 2027 Q4 2027+ Setup & Architecture Grand Central / Integration Digital Banking (Web+Mobile) Digital Onboarding Employee Workspace Digital Lending / Financing Personalization & Engage Intelligence & AI Setup + CxO Core Connectors + API Gateway Adopt OOTB + Build Shariah Config Account Opening + eKYC 360 View + Case Mgmt Murabaha + Ijarah + Home Finance Segment Apps + Campaigns AI + Agentic Automation F&F GA
Phase 1 (Foundation)
Phase 2 (Relationship)
Phase 3 (Intelligence)
Milestone

Recap: What We Covered

Day 1

Strategy Alignment

Validated 4 strategic themes, 6 technology objectives. North Star: Shariah-compliant digital leadership.

Day 1

Customer & Employee UCs

14 total use cases identified. 5 P1 priorities with live prototypes demonstrated.

Day 1

Functional Fit

70% OOTB/Config capability. Shariah extensions well-defined.

Day 2

Architecture

Grand Central replaces P2P spaghetti. T24 integration via managed connectors.

Day 2

Prioritization

Value-driven scatter plot. 3-phase roadmap: Foundation → Relationship → Intelligence.

Day 2

Implementation

Adopt & Connect. F&F Live Q1 2027. 30-week total Phase 1 timeline.

Next Steps & Decisions

Technical Deep-Dive

Grand Central architecture session with DIB IT team. Connector mapping for T24 integration.

Backbase: Mark C. • DIB: CTO Office

Business Case & ROI

Detailed ROI model based on validated use cases, switching tax, and digital adoption projections.

Backbase: Shobhit S. • DIB: CFO Office

Proposal & SOW

Formal proposal with scope, timeline, pricing, and governance model for Phase 1.

Backbase: Ahmad H. • DIB: Procurement
#DecisionOptionsDIB OwnerPriority
1Phase 1 scope guardrailsMobile-first vs. Web+Mobile simultaneousHead of DigitalHigh
2Identity strategyUAE Pass only vs. UAE Pass + existing authenticationCISOHigh
3Cloud deployment modelBackbase Managed Hosting vs. DIB Private CloudCTOMedium
4Shariah product prioritizationSavings first vs. Financing firstHead of Islamic BankingMedium

Let’s make it happen

together
Backbase